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Flex-e-card FAQs

Here are a number of frequently asked questions about how Gift Cards work. If you have any other questions which aren’t answered here, please feel free to contact us using the details on the Contact Flex-e-card page.

Flex-e-Card's Click and Collect service allows you to purchase gift cards online and collect them in the chosen shopping centre. You can collect your card(s) from the centre at your convenience (please allow 24 hours from the time of your order before collection). The purchased gift card requires collection within twelve months of the purchase date. The gift card will be valid for twelve months from the date of collection at the selected shopping centre. Please note not all shopping centres offer this service and a maximum load/basket value applies.

Flex-e-card offers a range of shipping options that you can select depending on the urgency, value, and number of gift cards in your order. For orders placed before 11am we will aim to ship on the same day, however please note during busy periods dispatch times may be longer. Delivery option information can be found at http://www.flex-e-card.com/Shop/ShippingInfo.aspx

Luckily our order processing centre is staffed by people who are resistant to the cold and the elements. However we understand that Royal Mail can struggle and at times packages may be delayed during adverse weather conditions. If you are in any doubt please call our customer services team who will be happy to give you an update on the status of your order

Our minimum load per card is £5. The maximum load on a single card when bought in person is £1000. ID will be required for large values of transactions and your details may be checked against national databases.

Flex-e-card regret that we are not currently able to accept payments from non-UK issued credit/debit cards due to the security features built in to our online ordering system. In order to maintain the highest levels of security for Flex-e-card, our customers and our business partners we must be able to check that the card used at the time of purchase is linked to the registered address of the individual placing the order; some non-UK issued cards do not have the same security features as those issued in the UK and as a result can be used in connection with online card fraud. We apologise if this restriction causes any inconvenience to prospective customers and recognise that it would be beneficial to all if we could safely accept this type of payment. Flex-e-card are constantly reviewing our products and services with the aim of making improvements to customer service and we hope to be able to provide sales using non-UK issued credit/debit cards in the future. If you wish to make a purchase from outside of the UK please call our Customer Service Centre on 0844 77 44 277 and we will try to accommodate your needs via an alternative payment method.

Please contact the local centre directly for acceptance details of specific retailers. Additionally, the Gift Card cannot be used for ongoing contract payments, financial services, and some other regulated transactions.

Only cards purchased online need to be activated. Gift Cards can be activated by using a touchtone phone on 0844 77 44 277, choosing option 2 and following the activation instructions. You can also activate your card by going to https://www.flex-e-card.com/Shop/Balance.aspx and inputting your card number. For each of these options you will need to use the 6 digit activation number sent to your registered email address at time of order completion. You can also log into your account at http://www.flex-e-card.com/Shop/Account.aspx and activate your cards directly from there.

There are a number of different ways you can check the balance on a card: though this site at https://www.flex-e-card.com/Shop/Balance.aspx; via touchtone phone using option 1 on 0844 774 4277 (local rates apply from BT landlines) or option 6 on 020 7702 2600; by going to the information desks and/or kiosks at the issuing centre or by texting BAL followed by the card number to 60030, e.g.BAL 6759262100000000. Please note a 25p + standard network charge fee is applied to the mobile phone bill.

The expiry date of the Gift Card can be found on the recipient receipt given with the card at time of purchase. It can also be confirmed by going to the information desks and/or kiosks at the issuing centre, or by calling our customer support line on 0844 77 44 277 (local rates apply from BT landlines) and talking to a customer service representative. Also check your balance online at https://www.flex-e-card.com/Shop/Balance.aspx

You can exchange the card at the centre for a new one which will have a validity of 1 year from issue date. An issue fee may be applicable at some sites. If you are unable to go to the centre before the card expires, please contact our customer service team where we will discuss further options with you.

Most retailers will be able to process multiple cards in single transactions. However, we can combine multiple Gift Cards into one card at the issuing centre if they have our Gift Card tills at their information desks. There is a small charge (£1 for the first two cards and 20p per card thereafter) and some centres may have an issue fee for the new card.

Most refunds take 2-3 business days to be applied to the balance of the Gift Card, depending on the retailers banking system, but can in some cases take longer. We regret that we have no influence over the speed of retailers banking systems.

If the funds on your card have expired please first review the terms and conditions given to the purchaser at the time of purchase*. You may review a copy of the terms and conditions by requesting them from the information desk or management staff of the issuing centre; alternately they can be found by clicking hereand selecting the name of the Gift Card Shopping Centre from the drop down list.

If you believe that there are exceptional circumstances which have prevented you spending the card during its valid period please contact Flex-e-vouchers Limited in writing at the address here or by email to customer.service@flex-e-card.com with the subject "Expired card enquiry". Please provide full details of the circumstances, the card number, a return postal address, and wherever possible a photocopy or scan of the face and rear of the card. If you do not include copies of the face and rear of the card you may be asked to supply them before we can advance your enquiry. We will deal with all enquiries on a case by case basis. We cannot accept enquiries about expired cards other than in writing by post or email or by Fax**.

When writing please include as much detail about the original purchase, along with as much documentation received as possible and the circumstances which led to you not being able to use the card in the validity period, as this will enable us to process your enquiry to the highest standard. If you did not receive the original recipient receipt which clearly states the load and expiry terms of the card, we may be required to contact the original purchaser to enquire why this information was not passed on to you and may have to request statements from original purchasers and / or issuing centre if there is dispute over the transmission of information between parties. We will always seek to obtain permission from the cardholder before contacting the purchaser, and if permission is not given we may not be able to advance the enquiry. If it is found that the original purchaser has been grossly negligent in their responsibilities in transmitting the required information to you, Flex-e-vouchers will provide statements to aid you in any pursuit of funds, but will not be able to provide any form of compensation. Flex-e-vouchers Limited or its partners and associates cannot be held responsible if the terms and conditions of the card given to the purchaser at the point of purchase are not passed on by the original purchaser to the end card holder. Please note (if you are not the original purchaser of the card) that we are entitled to ask for confirmation of statements made about circumstances of the original purchase with the original purchaser of the card itself, and we may deem it necessary to obtain further proof of purchase or ownership before proceeding with any enquiry, though this may be waived in certain circumstances. We will always seek to obtain permission from the cardholder before contacting the purchaser, and if permission is not given we may not be able to advance the enquiry.

In order to comply with anti-money laundering regulations and also to detect fraudulent claims, it may also be deemed necessary in some circumstances for you to provide an appropriate form of ID which may be checked against national databases. You will be advised of this during the investigation if this is considered necessary.

We aim to treat all enquiries as fairly as possible and within a reasonable time after a full investigation, and we aim to provide an answer within 15 working days of receipt of your enquiry if the investigation is simple, however this should not be taken as a guarantee of resolution within this time. If you are able to provide copies of any other documentation or details of extenuating circumstances, these will aid our investigations and any subsequent decision.

* Copies of Ts&Cs are available by request from information desks or management in the issuing centre, or by using the contact details printed on the back of all gift cards .
​** If you believe you have a unique situation which prevents you from submitting your enquiry via these methods, please call our support line to discuss options with one of our customer support staff.

If your complaint is about an expired card balance, please review the procedure above. For all other complaints, please contact our customer support team by telephone on 0844 77 44 277 or by email to customer.service@flex-e-card.com Please note that Flex-e-vouchers and / or its agents cannot guarantee resolution of issues that are deemed to be the responsibilities of third parties, but we will always endeavour to provide as much information and assistance as we are able to (within the context of regulatory requirements). If a complaint cannot be resolved immediately, we will aim to provide an answer and/or resolution to the matter within 15 working days of receipt of the complaint.

In the first instance you may make a complaint via any of the following channels: Telephone: 0844 77 44 277 | Email: customer.service@flex-e-card.com | Post: Flex-e-vouchers Customer Relations, Office 3A Waterloo Square, Newcastle upon Tyne, NE1 4DR Our offices are open Mon – Fri 9am till 10pm, Sat 9am till 10pm & Sun 10am till 6pm. When making your complaint please provide details of your reason for concern and as much information as possible to assist us in identifying the cause of your problem. We will try to resolve your problem whenever possible within 24 hours. If we are unable to do this we will record your concern as a formal complaint within our internal complaints procedure.

What happens next?

Upon receipt of your formal complaint we will issue a prompt acknowledgement if we are unable to respond in full within five working days

Based on the nature of your concerns and the information provided we will use all the information at our disposal to investigate and resolve your complaint. We may need to contact you for further information as part of this process if it will help us to resolve the matter.

A full and final response will be issued within 8 weeks from the date we receive your initial complaint, setting out our understanding of your concerns and a possible resolution. If we are unable to issue our full and final response within 8 weeks we will write to you to update you on the progress of your complaint and the expected resolution date.

We are committed to ensuring all complaints are fairly addressed. However, if you are still unhappy with the outcome of our full and final response, or if you feel you have additional information to support your complaint, let us know as we would welcome the opportunity to help resolve the matter in full.

Legal

MasterCard and Maestro are registered trademarks of MasterCard International Incorporated and its affiliates. MasterCard and Maestro Gift Cards are issued by Wirecard Card Solutions Ltd (“WDCS”) pursuant to licence by MasterCard International Inc. Cards operate within a limited network, and as such are not regulated under e-money regulations.